Complaints procedure

We are committed to providing a quality service and achieving the highest standards of conduct.

If you are dissatisfied with our conduct, standard of service, actions, or lack of action then you are welcome to make a complaint.

How to make a complaint

If you would like to make a complaint, please do this in writing to

Please provide your full name, organisation name (if applicable) and contact details. Please also provide as much background as possible for us to understand your position fully and to help us respond.

If we can provide additional support to assist you to make the complaint process easier (for example, large print documents or emails), please advise us when making the complaint and we will do our best to support you with this.

How we deal with complaints

We will send you an acknowledgement within 5 working days, advising you which team is dealing with your complaint and when you may expect a more detailed response.

We will aim to respond to your complaint within 15 working days of the acknowledgement email. If we cannot give a full response in this time, we will tell you why and when you are likely to receive it.

Our commitment to you

Your feedback is important to us. We aim to:

  • Make it as straightforward as possible to make a complaint
  • Deal with your complaint as promptly as possible
  • Learn from complaints and use them to improve our service

Please note that grant award decisions are final and will not be revisited or overturned.